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Consumers moving between online and offline channels in the context of leisure travel preparations (PhD Thesis 2007) – “Consumers are increasingly using web-based systems for the search and purchase of products and services. They are, however, also still using traditional, offline channels such as telephone, high street and mail order, on a regular basis. The research presented in this thesis investigated consumer use of e-services in the context of a multi-channel environment, with a special focus on voluntary channel choice and voluntary movement between channels. Both multi-channel usage and voluntary movement between channels are currently under-researched topics.” (Geke van Dijk – STBY)

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